Cruise Sales and Motivators Quiz

Who are some of the sellers of cruises?

Apart from travel agents, who else can be motivators for selling cruises?

Who is mentioned as someone who can sell cruises based on their experience?

WHO SELLS CRUISES?

People who’ve been on ______ sell ______.

A travel agent’s recommendation can be a ______.

SIX CATEGORIES OF CRUISE CONSUMERS

Constitute the largest segment of cruisers (33%)

They respond positively to the cost-saving value of a cruise

Perceive cruising as a fun family vacation

They are between 57 and 75 yrs. old.

Second largest segment of cruisers (20%)

They are fun loving and family oriented

They’re little more adventurous & gregarious than the restless baby boomers.

They are in their early 40’s.

Represent 16% of today’s cruisers

Over well-traveled, and like the pampering & fine dining available onboard cruise ships.

The ship is as important to them as the destination.

These travellers seek shopping opportunities during the cruise.

They prefer cruises that offer a wide variety of shops on-board and ports with shopping destinations.

14% or current cruisers.

Cost isn’t a major issue for them.

In young middle age (ave. 52 years old), they’re cultured, well educated, experienced and active.

Are small (11%) but influential segment of the cruise market

Destinations are far more important to them than the ship itself

They’re well educated & use their sightseeing to learn even more.

They’re older (ave. 64) yet still very active.

Smallest segment (6%) and the oldest.

They possess an unusual knowledge of ships & itineraries

They like longer cruises & very flexible in their cruise choices.

equal for all passengers.

Itineraries, destinations and cabin locations are the main factors segmenting the cruise industry

Cruise lines offer diverse itineraries to appeal different markets.

Passengers in this category have income from $20, 000 -$39, 000

Carnival Cruises are popular with this market.

types of cruise market

Passengers in this category have income from $ 40,000

• $ 59, 000.

This is the largest portion of the cruise market.

Princess Cruises and Norwegian Cruises are popular with this market.

income of mass market

income of middle market

what cruise line is popular to mass market

cruise line popular to middle market

income for luxury market

This market level offers superior service and cuisine.

Passengers in this category have income in excess of $60,000.

The location of the cabin on a cruise ship may be the only distinction that separates passengers

Larger staterooms are on---

Some rooms on top decks have

Cabins on the upper decks are the most

Cabins located on the outside of the upper decks have

Cabins located on the inside and lower decks have

designed for efficient use of space.

ELEMENTS OF A CRUISE SHIP

Cruises are usually circle trips, departing and returning to the same port city

Prior to setting sail, passengers give an imprint of their credit card to open an account on board the ship. All purchases on board the ship are charged to the account. Passengers settle their charges at the end of the trip

Cruise passengers are required to go through a ______________. Some ships issue passengers aplastic card that serves as their cabin key, boarding pass, and ID for coming back from visiting a port of call.

Formal and informal dining seating arrangements may be for 2 or 10. Menus may be theme related or haute cuisine. Buffet service available for casual dining. Pizza bars, ice cream bars, and other treats available throughout the day. Midnight buffets are a festive occasion.

Each night the program activities for the subsequent day is put in the passenger s room. This information helps passengers plan their activities.

CRUISE PASSENGERS (7)

CRUISE PASSENGERS: with the variety of activities on a ship, it is easy to stay busy

CRUISE PASSENGERS: Special activities are designed for children so parents can relax and enjoy.

CRUISE PASSENGERS: Casino offers entertainment for passengers interested in playing.

CRUISE PASSENGERS: Special occasions are often celebrated on cruise ships.

CRUISE PASSENGERS: Passengers decide whether or not to participate in activities. Pools are available for lounging and sunning, spas are available at an extra expense.

CRUISE PASSENGER: Ships provided the opportunity to meet others.

CRUISE PASSENGERS: Cruise lines have developed “ theme cruises” to appealed to many special interest groups, i.e., whale watching wine tasting, etc.

POPULAR CRUISE DESTINATIONS

Transportation to the embarkation port may be included with a cruise package.

By packaging the flight and cruise together, passengers only have to communicate with one company regarding their reservations.

If flights are delayed, the ship may delay sailing to wait for the bulk of passengers, or passengers may be flown to meet the ship at the next port.

Shuttle service between the airport and the port is usually included.

Many cruises are promoted through agencies,. Cruise lines have sales team who go to individual agencies to assist with advertising and sales promotion of their cruise line.

Sales incentives are offered to agents to influence them to promote one cruise line over another.

the main promotional tool.

offered to agents to influence them to promote one cruise line over another.

promote an opportunity for a timely response.

Glassware, cruise line clothing, towels and other souvenirs in the gift shops.

Cruise line utilize television advertising to reach mass markets and magazines to cater to particular market segments

Direct mailings are frequently used to follow up with cruise customers, and email is used to deliver newsletters and alert cruisers of upcoming specials.

TWO DIVISIONS OF CRUISE SHIP’S PERSONNEL

Cruise lines divide operations onboard their ships into 2 broad categories:

SAILING OPERATIONS (4)

HOTEL OPERATIONS

Administers day-to-day affairs. (management of passenger accounts, mail, messages, printing, the storing of valuables, and immigration and customs requirements)

Orchestrates the operation & booking of port-based packages

Sometimes called the concierge with broader responsibilities such as booking, customized port experiences, changing flights, etc.

Coordinate all entertainment & international activities that take place as part of cruise experience.

Controls the preparations & serving of all food and beverages.

Supervises the assistant or sous chef, food preparers & other kitchen staff.

Manages all stateroom public space & other shipboard cleaning.

Overseas the serving the meals & drinks.

Watches over the dining room maitred, table captains & busboys.

Also overseas the bartenders drink servers & wine steward.

In charge of both operational sectors.

Also attends certain social functions onboard so that passengers can get to know him better

Supervises the running of the engine room.

Provides medical services needed

He/ She oversees in-room satellite programming, shipto-shore phone calls, internet service, and all other shipboard communications system.

LAND-BASED OPERATIONS (7)

May be the principal or sole owner of the cruise line (CEO)

Research dev’t promotion & follow up of the cruise line’s products

Oversees the actual selling of cruises, (travel agency or public).

Administers all financial issues.

Responsible for all onboard & shore-side activities.

Hotel operations- shipboard hotel-type services.

Marine operations- handles logistics & technical factors.

Represents the cruise line to major agency chain, usually those in a preferred supplier relationship.

Orchestrates all group sales, marketing & operational activities.

The personal care department of a cruise ship offers many services to passengers. The main goal of any beauty service is to pamper the cruise line’s guests.

Is in charge of the spa, beauty and fitness division of the cruise ship.

She oversees a number of staff members and supervises their training to ensure their services meet the cruise line’s standard.

Responsible of promoting the various activities offered on board as well as products offered for sale.

Responsible of promoting the various activities offered on board as well as products offered for sale

HAS 43,800 and $6,700 per month SALARY

SALARY OF SPA MANAGER

SALARY OF BEAUTY THERAPIST

SALARY OF HAIR STYLIST

SALARY OF MASSAGE THERAPIST

SALARY OF PHOTOGRAPHER

Provides overall beauty care to clients, including skin care, hair and body.

Teach clients how to use make-up and other beauty products as part of the job.

HAS $2,400 to $4,200 per month SALARY

Cut and style hair, as well as color and perm it.

Make between $2,200 to $4,400 plus tips and commission

offers variety of massages, including relaxation, deep tissue and sport massages.

Responsible for keeping full schedule.

To do this, she interacts with cruise ship guests in a variety of venues that encourage guests to visit the spa

$2,800 and $4,500 per month plus gratuities

Spend everyday photographing happy passengers while visiting exotic locations.

Base salaries of $700 per month plus commissions, lodging and meals

Many largest cruise ships employ up to ----- photographers

To succeed, a cruise photographer must sell photos.

Shipboard photographer will improve images, add borders, imprint logos and print the results in a variety of formats.

All cruise staff must maintain neat, professional appearance, in uniform, ready to assist passengers no matter what their needs.

All staff assist during safety drills and in times of emergency, with focus toward passenger safety.